Help Desk Specialist

Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level! Chronos Operations, LLC is seeking a Help Desk Specialist to support the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role serves as a 24x7x365 centralized Point of Contact (POC) for CBP employees and contractors, delivering first-level technical support and customer service.

About the role

This position is remote within one hour of commute to the San Antonio, TX site location. Teleworking is permitted.

Responsibilities

• Serve as 24x7x365 centralized Point of Contact (POC) and Tier 1 customer support for CBP employees, contractors, Participating Government Agencies (PGA), and Trade (importers/exporters) via the external 866 number.
• Answer and respond to incoming requests, incidents, and questions via internal 800 number, external 866 number, live agent chat, self-service tickets, and emails.
• Record all technology incidents/service requests in ServiceNow, documenting all actions performed and information required for next-level support.
• Provide initial investigation, triage, troubleshooting, resolution, and ticket escalation for:
  • Web-based and client-based CBP applications
  • Email/messaging
  • Mobile devices
  • Hardware (printers, desktops, laptops, etc.)
  • Network connectivity
  • Workstation login and PIV card issues
  • Remote VPN/DHS Workplace connectivity
• Perform password resets, account unlocks, and initial request intake adhering to security policies.
• Provide first-level resolution using established troubleshooting methods and knowledge articles.
• Escalate incidents to next-level support (internal CBP teams and third-party vendors) via ticket transfer and warm transfer of calls.
• Monitor and communicate ticket status to internal or external customers.
• Identify and escalate potential major incidents affecting multiple end users.
• Participate in major incident bridge calls and communicate customer impact.
• Handle Sensitive VIP customer contacts with timely, accurate escalation and follow-up.
• Verify ACE portal accessibility after maintenance events.
• Support ACE-related inquiries from Trade and PGA customers, including trade facilitation, compliance, and enforcement.
• Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success.
• Other duties as assigned.

Requirements

• High school diploma or GED equivalent.
• 1+ year of IT Help Desk or Technical Customer Support experience.
• Must be available to support rotating shift, 24x7x365 coverage required.
• U.S. Citizenship required; must pass CBP Background Investigation (BI).
• Travel up to 10%.

Preferred Qualifications

• Bachelor’s degree in Business Administration, Information Technology, or related field.
• CompTIA A+ or similar IT certification.
• Bilingual (English/Spanish).
• HDI Customer Service Representative or Support Center Analyst certification.
• Experience with ServiceNow ITSM platform.
• Experience with VPN troubleshooting (Global Protect, Zscaler).
• Experience with ACE (Automated Commercial Environment) system.
• Experience supporting Trade/PGA customers.
• Prior federal government or CBP help desk experience.
• Experience with Amazon Connect or similar ACD system.

Skills

• Working knowledge of Windows OS, Microsoft Office products, Active Directory, and basic networking.
• Expertise in tools like Microsoft Project, ServiceNow, and Amazon Connect.
• Ability to manage multiple tickets, meet SLA commitments, and maintain accurate documentation.
• Ability to identify and resolve IT issues quickly, following escalation protocol.
• Ability to work with internal teams and other agencies to resolve cross-functional IT needs.
• Excellent interpersonal communication, facilitation, and leadership skills.
• Strong written and verbal communication skills for technical documentation and stakeholder coordination.
• Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership.
• Ability to analyze customer feedback and performance metrics to drive continuous improvement.
• Ability to work effectively in cross-functional teams and under senior analyst guidance.
• Ability to meet minimum clearance requirements.
• Ability to work nights, weekends, and holidays as required.

Professional Development

At Chenega MIOS, our professional development plan focuses on helping team members at every level of their careers identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to sharpen skills through hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue growing throughout their careers.

Pay

Up to USD $17.00/Hr.